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Technical Support Engineer II

Experienced

PowerSchool | Support

Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Provides application support relating to software functionality, incident resolution and systems configuration, through various mediums, including case escalations, phone, email and chat.
• Recognizes both basic and advanced problems, conducts research, provides resolutions and follows up with customers as needed, escalating more complex cases to the appropriate team
• Logs and tracks calls using problem management database and maintains history records and related problem documentation
• Meet and exceed established benchmarks and expectations
• Prepares standard statistical reports, such as help desk incident reports
• Consults with programmers to explain software errors or to recommend changes to programs
• Stay current on all key support topics, including product knowledge and required technical and soft skills
• May test software and hardware to evaluate ease of use and whether product will aid user in performing work
• Provide expert, top quality customer support, including professional, courteous and timely communication during all levels of interaction.
• All other duties as assigned
Skills & Requirements

Qualifications include:
o 3-5 years’ prior experience in a technical support role
o Minimum 1 year experience in an escalations role
o Proficient in Microsoft Office suite
o Salesforce experience required (and Bomgar preferred)
o Working knowledge of Jira and API
o Familiarity with Cloud based technologies
o Basic knowledge and understanding of SQL queries and relational databases
o Strong attention to detail and time management
o Strong oral and written communication skills
o Strong customer service and conflict resolution skills
o Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
o Associate’s degree or equivalent work experience, Bachelor’s degree preferred
o Ability to maintain positive attitude and foster a collaborative and unified work environment
o Willing to work in Shifts and in 24X7 work environment